Assistant General Manager

If you are guest-focused, committed to EXCELLENT service and want to continue learning while being a part of a team and making a difference in a fast-paced Nashville International Airport area Hotel, the Element by Westin would like to talk to you. We are looking for an Assistant General Manager to join us and perhaps you are THAT person! The details are: General Summary Responsible for assisting the General Manager in the overall operation and success of the Hotel by meeting or exceeding planned objectives in an effort to maintain maximum occupancy, revenue, efficiency and accuracy. We are focused on ensuring superior service is provided to ALL guests and that product quality standards are met or exceeded. Principal Responsibilities Oversee the facility operations in the absence of the General Manager including guest services, housekeeping, maintenance, sales, food and beverage and human resources. Oversee guest services; ensuring that superior service is the TOP priority. Foster a positive, cooperative work environment between hourly team members and Management. Assists in the supervision of team members in assigned departments. Carry out supervisory responsibilities in accordance with the organization’s policies and any/all applicable laws. Supervisory responsibilities include interviewing, hiring, onboarding and training new team members, appraising performance, rewarding and/or disciplining employees as necessary, planning, assigning, directing work, addressing complaints and resolving both guest and team member problems. Job Duties Problem Solving – Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times. Makes timely decisions while exhibiting sound judgment. Includes appropriate people in decision making process. Project Management – Prepares and supports those affected by change, monitors transition, and evaluates results. Guest Service – Maximize Customer Service by working to attain a score of 80% or better on Franchise Guest Satisfaction Scores. Respond and resolve all guest complaints timely and appropriately. Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance. Communication – Demonstrates strong written and verbal communication capabilities and possesses the ability to speak to varying groups. Speaks clearly and persuasively in positive or negative situations. Has the ability to read and interpret written information. Communicates effectively regarding change. Team Work – Exhibits objectivity and openness to the views of others and contributes to building a cohesive team with a positive spirit. Upholds organizational values and Brand expectations and treats people with respect while promoting a harassment‑free environment. Quality Management – Assists in achieving Brand Standards Audit (BSA) minimum scoring standard on all Brand Quality Assurance inspections. Must maintain 80% or higher on Franchise product quality scoring. Able to inspect rooms and public areas for cleanliness and preventative maintenance upkeep on a daily, weekly and/or monthly basis. Aligns work with strategic goals, looking for ways to improve and promote quality while demonstrating accuracy and thoroughness. Always strives to increase both efficiency and productivity. Adaptability – Able to deal with frequent change, delays or unexpected events. Capable of changing approach if/as necessary to best fit a situation. Initiative – Able to act independently and willing to take calculated risks, meets challenges with resourcefulness, generates suggestions for improving work and takes responsibility for actions. Delegates work assignments, sets expectations and monitors delegated activities to ensure accountability. Establishes a "web of resources" and is not afraid to ask for help if/when needed. People Management – Ensures each employee completes orientation and required Brand training. Assists General Manager in ensuring employee performance reviews are performed in both a timely and equitable manner in accordance with Company standards. Ensures proper and timely execution of all employee related documentation (i.e. new hire paperwork, separation reporting, status changes, benefits, etc.). Maintains effective employee relations programs within the hotel and is focused on celebrating accomplishments, birthdays and anniversaries to ensure team members are a focus. Provides regular performance feedback to all team members. Manages difficult or emotional team member situations appropriately. Develops the skill sets of subordinates and encourages constant growth, learning and achievement. Compliance – Assists General Manager in ensuring State and Federal Labor postings are current. Ensure all internal Company communication(s) are posted if/as required. Adheres to all policies and procedures required by the Company's internal audit system(s). Capable of understanding and maintaining confidentiality of certain documents or communications. Business Acumen – Maintain costs per occupied room (CPOR) in assigned departments as driven by Budget(s). Understands business implications of decisions, aligns work with strategic goals. Accurately forecasts schedule changes based on forecasted occupancies. Qualifications A Bachelor’s degree (B.A.) from a four‑year college or university; or at least two years related management or comparable experience is strongly preferred, as is previous Hotel experience. Priority is given to individuals with previous Hotel Management experience. Must possess an ability to develop an understanding of concepts, practices, pre‑established guidelines and procedures used by the Company in relation to guest service. Computer knowledge including internet as well as navigation of Brand/partner Intranet sites is vital. Property management system experience, along with Microsoft Office programs (WORD, EXCEL, POWERPOINT) is strongly preferred. Lightspeed experience is not required but would also be preferred. Must have a valid driver’s license, an acceptable driving history and be able to secure Company approval to operate motor vehicles on behalf of the Hotel. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or listen/hear. The employee is frequently required to stoop, kneel, crouch or crawl and utilize sense of taste and/or smell. The employee must regularly lift and or move up to 25lbs and occasionally lift or move up to 50lbs. Specific vision abilities required by this job include peripheral vision and depth perception. Disclaimer Disclaimer: The above is intended to describe the general expectations and requirements for the performance of this job. It is not to be construed as an exhaustive or complete statement of duties, responsibilities or requirements. #J-18808-Ljbffr BNA HOTELS LLC